Heaven Hill Brands

This position is based out of our Louisville, KY office.

What the Role Is

The End User Technology Engineer will provide technical expertise and engineered solutions for the Windows/Mac desktop environment and ensure a positive experience for all Heaven Hill end users. Major responsibilities include desktop architecture, standards, design, image build, management, and support of the desktop infrastructure. The Engineer will work extensively between the Service Desk team, Infrastructure and Operations team, and IT Security team. This role serves as an escalation point for the day-to-day end user technology level 2+ issues. This role reports to the Director of Business Systems Management.

How You Will Spend Your Time?

• Desktop Management
  • Manage Intune for Windows and mobile device management, application deployment and management, and security policies.
  • Develop standards, personas, and provisioning process to efficiently deliver new and refreshed PCs
  • Utilize JAMF to manage MacOS devices
  • Development of 1st level support documentation and delivery of 2nd level support.
  • Assess vendors for the potential outsourcing of PC provisioning
• O365
  • Act as subject matter expert for the planning, implementation, and support of Office 365 and Hybrid-Office 365 implementations.
  • Manage Microsoft Teams, ensuring smooth communication and collaboration across the organization, including Teams meetings and Teams Room technologies.
  • Manage Exchange Online including delegation rights, distribution lists, content searches, and support eDiscovery activities.
  • Regularly review new features and champion the adoption of Office 365 services that deliver value to Heaven Hill
  • Work with the IT Security team to proactively secure Microsoft 365 enterprise and hybrid environments, implement and manage security and compliance solutions.
  • Support the IT Security team on Cyber-security threats against email messaging such as business email compromise, spear phishing, and account takeover.
• End User Hardware Standards
  • Define standards for laptops, peripherals, printers, & conference equipment, keeping cost, usability and availability in mind
  • Develop assessment process for new hardware and ensure new models are available before old models expire
  • Develop and maintain lifecycle process that support business objectives
• Mobile Devices:
  • Mobile device management of Apple iOS & Android
• Network Printing:
  • Creation and implementation of standards & documentation,
  • Creation of user training and/or knowledge base articles,
  • Training of 1st level support, delivery of 2nd level support.
  • Vendor management as appropriate
• Digital Signage:
  • Administer Mvix solution in support of Communications team
  • Develop onboarding process and execute approved requests
• Conference Rooms:
  • Define conference room standards based on MS Teams
  • Create process for assessing and delivering new requests
  • Manage installation of new rooms and lifecycle of old equipment
  • Develop 1st level support instructions and act as 2nd level support
• IT Ticketing System:
  • Administer Happy Fox
  • Deliver requested enhancements
  • Research solutions that may deliver more stakeholder value
• General
  • Research and recommend new solutions, business software and applications to enhance staff productivity and improve end user experience.
  • Draw on professional experience and expertise to determine best practices and make recommendations to improve current business practices and participate in efforts to make changes in business practices.
  • Stay up to date with industry standards and best practices for end user technologies and experiences.
  • Coach, mentor, and/or train team members on key end user technology activities
  • Provide End-User technical assistance for questions and problems, and provide training as necessary
  • Drive continuous improvement of the end user technology environment, establishing new benchmarks and improved SLAs along the way.
  • Participate in after-hours/on-call support and perform other duties as assigned.

Who You Are…

• High School Diploma or GED Equivalent required; Bachelor’s Degree preferred
• Minimum 5 years relevant end user IT experience required
• Advanced knowledge of Microsoft end user technologies including Microsoft Windows 11, Desktop as a Service, Mac OS, Intune, Autopilot, MECM,
• Advanced knowledge of Microsoft Office products (O365 E5, F1, and E1 licenses, Outlook, Exchange Online, OWA, OneDrive, Teams including telephony).
• Understanding of Apple OSX and iOS operating systems and platforms including Jamf for device management
• Understanding of various Desktop Management technologies such as anti-virus software, patch management, full disk encryption, SSO/Tap-Badge software and software delivery.
• Experience establishing standards and procedures for best practices, enabling commitments to established SLA’s.
• Experience researching and testing new technologies and processes and defining new standards.
• Ability to work independently with minimal supervision as well as in a team environment.
• Ability to prioritize, organize, and execute work assignments.
• Ability to communicate the status of various systems to management, leadership and/or support personnel.
• Strong technical abilities with excellent verbal/written communication and interpersonal skills.
• Understand ITIL structure for ticket tracking.

Valued but not required skills and experience:

• Understanding of Networking protocols and standards: DNS, DHCP, WINS and TCP/IP, etc.
• Understanding of Active Directory.
• Understanding of Microsoft user licensing and license management portal
• Demonstrate ability to develop creative solutions to complex problems.
• Understanding of virtualization technologies (e.g., Citrix XenApp, XenDesktop, VMWare, Azure Virtual Desktop, Windows 365, Amazon Workspaces).
• Advanced knowledge of IT Security applications (VMWare Carbon Black, Windows Defender, Windows BitLocker, Checkpoint Encryption and USB allowlisting).

Physical Requirements

While performing duties of job, the employee is occasionally required to stand; walk; use hands and fingers to handle, or feel objects, and use of computer; reach with hands and arms. Employee must occasionally lift and/or move up to 20 pounds.

Benefits

• Paid Vacation
• 11 Paid Holidays
• Health, Dental & Vision eligibility from day one
• FSA/HSA
• 401K match
• EAP
• Maternity/Paternity Leave

Heaven Hill and its affiliates are committed to fostering a diverse workforce as an Equal Employment Opportunity company. We invite applications from candidates of all backgrounds, without regard to race, religion, color, sex, sexual orientation, natural origin, gender identity or expression, age, disability, veteran status, or any other legally protected characteristic.